Here you will find the most common errors reported by our payment integrations and what you can do about them:
inactive_merchant
Severity: high; Payment with TWINT impossible.
TWINT has deactivated your entire account, and we cannot initiate a payment with your UUID. Unfortunately, you will need to contact TWINT’s business support team to find out why this happened and ask them to reactivate the account.
On PEND, everything continues to operate normally, and as soon as TWINT reactivates the account, payments will resume immediately.
You can reach TWINT business support as follows:
058 667 98 44 (CHF 0.08/min)
Monday to Friday, 9 AM to 5 PM
merchant_not_found
Severity: high; Payment with TWINT impossible.
The TWINT UUID you have provided is not recognized by TWINT. This typically happens due to a misconfiguration of your TWINT account or because you have entered an incorrect UUID.
To prevent this error, you can:
Follow these two help articles to ensure that you have the correct UUID and that your TWINT account is configured properly:
Then try initiating a payment in your shop again. Once the QR code is displayed, it should work.
not_allowed_to_act_on_behalf
Severity: high; Payment with TWINT impossible.
The TWINT UUID you provided is incorrectly configured in TWINT. Most likely, you selected the wrong shop plugin during the integration:
To prevent this error, you can:
Quickly follow this help article to ensure that everything is correctly set up.
Then try initiating a payment in your shop again. Once the QR code is displayed, it should work.
not_ready
Severity: medium; Payment with TWINT completely or partially impossible.
We receive this error from TWINT when there is a temporary technical issue on their end. Unfortunately, neither you nor we can do anything other than wait patiently.
What can you do?
You can check TWINT’s status page (though it may not always be immediately up-to-date).
If you want, you can also check a general outage page. Typically, allestörungen.ch shows quickly if a larger issue is present.
unsupported_country
Severity: informal; only specific payments affected.
Some of our payment integrations (e.g., PowerPay - purchase on account) are not available in all countries. If one of your customers provides a billing address in an unsupported country, this error occurs. Don’t worry, your customer has received a clear message explaining why they couldn’t pay with the payment method.
To prevent this error, you can:
Speak with your contact for the payment method to enable an additional country.
Hide the payment method in your Shopify checkout when an unsupported country is selected, e.g., using the Shopify app “HidePay.”
unsupported_currency
Severity: medium; many payment attempts may be affected.
Our payment integrations are only available for CHF. Your shop must be configured with CHF as the primary currency; otherwise, this error may occur.
Unfortunately, Shopify’s multi-currency system “Shopify Markets” does not yet support external payment integrations, and we only receive the base currency, not the currency selected by the market.
This functionality is planned according to Shopify, but there is no timeline yet.
We are in close contact with the Shopify Payments team and will adjust our integrations as soon as Shopify Markets extends support to external payment methods.
address_mismatch
Severity: informal; only specific payments affected.
PowerPay and generally purchase on account require in most configurations that the billing address matches the shipping address.
The error indicates that this was not the case for a purchase in your shop. The customer received a clear error message explaining the issue.
To prevent this error, you can:
Adjust a Shopify setting to ensure that addresses always match (NOTE: this applies to all payment methods in your shop). See Shopify’s instructions here.
email_required
Severity: informal; only specific payments affected.
PowerPay and potentially other payment methods require an email address from your customers, for example, to send the invoice on your behalf.
This error shows that there are customers in your shop trying to place orders without an email address. This is possible if you’ve configured Shopify to allow purchases with only a phone number.
To prevent this error, you can:
Go to Settings -> Checkout in your Shopify shop and select “Email” as the only customer contact method.
Your customers can still provide a phone number for shipping, but it will no longer be possible to make a purchase without an email.
first_name_required
Severity: informal; only specific payments affected.
PowerPay and potentially other payment methods require the full name of your customers to accurately assess their creditworthiness.
This error shows that there are customers in your shop trying to place orders without providing a first name. This is possible if you’ve configured Shopify to require only the last name (this is even the default setting).
To prevent this error, you can:
Go to Settings -> Checkout in your Shopify shop and select “Require first and last name” under “Customer Information.”
unsupported_b2b
Severity: informal; only specific payments affected.
PowerPay and generally purchase on account solutions differentiate strongly between sales to individuals and companies, and often only support sales to individuals in the standard setup.
If this error occurs, it means that a customer entered a company in the billing address, but B2B sales are not enabled in your PowerPay contract.
To prevent this error, you can:
Contact PowerPay and request that B2B sales be activated in your account. Once this feature is activated, it will work immediately and automatically with your PEND integration.
Powerpay::Errors::CardRequestError, Powerpay::Errors::FinancialRequestError
Severity: informal; only specific payments affected.
An error in PowerPay’s response. Typically, this is a one-off issue. If this happens during a critical part of the payment, our system will automatically take action, e.g., rejecting, reversing the payment, or retrying the request to see if the issue was temporary.
To prevent this error, you can:
You don’t need to do anything further. If the issue persists for several hours, feel free to contact us, and we can take a closer look at the case.
Powerpay::Errors::AuthenticationError
Severity: High
An error occurred in the response from PowerPay. This is typically an isolated incident. If such an error occurs during a critical part of the payment process, our system will automatically respond — for example, by rejecting the payment, reversing it, or retrying the request to PowerPay to determine whether the issue was temporary.
To prevent this error, you can:
There is no action required on your part at this time. However, if the issue persists for several hours, feel free to contact us so we can investigate the matter in more detail.
Merchant not activated on gateway
Severity: high; Payment with the payment method impossible.
This error occurs if your payment integration with PEND is not (yet) activated or has been deactivated. Please check the status of your payment integration in your PEND account:
Or directly on the payment integration:
The following statuses indicate that it is normal for your integration not to be activated yet:
In progress, Under review, Application rejected, Complete configuration
The following statuses indicate that your integration has been deactivated:
Canceled, Suspended
If your status shows Active or Pending cancellation but the payment method reports this error, please contact us so we can investigate it together.
Special case: Suspended
In this case, your payment method was deactivated by our system because it was repeatedly impossible to settle outstanding invoices with the payment method stored in your account. To resolve this, you simply need to replace your payment method with one that works. After that, the system will automatically attempt to settle the outstanding amounts and, upon success, reactivate your payment integration immediately.
Error not listed
It’s possible that you might see an error that isn’t explained here. In such cases, please don’t hesitate to contact us so we can look into the issue together.